Customer Journey Transformation Program Manager

Overview

Finastra is a global financial services software provider powering solutions across Lending, Payments and Universal Banking, with customers in more than 110 countries.

Responsibilities & Deliverables

1. Customer Journey & Transformation: Partner with Product and Technology to redesign and optimise end-to-end customer journeys aligned with modernisation goals. Contribute to rewriting and enhancing the modernised journey to align with future state product capabilities and customer needs. Work with COOs services and support functions to ensure customers are operationally and experientially ready for migration and upgrade activities. Develop modernised frameworks, playbooks, and guidance to support a consistent customer onboarding and transition experience.
2. Program Management & Transformation Execution: Support execution of the COO-led transformation program by coordinating cross-functional activities across Product, Technology, Sales and Operations. Track milestones, manage dependencies, and ensure timely delivery of key initiatives. Prepare and deliver regular updates, insights, and recommendations to the COO leadership team. Maintain governance structures, dashboards, KPIs, and reporting frameworks to enable transparency and decision-making.
3. Documentation & Content Transformation (Clarity at Scale): Assess current customer-facing documentation, support materials, and service content to identify gaps, duplication, and inconsistencies. Design future state documentation strategies, workflows, governance models, and standards. Drive the execution and usage of documentation improvements, including restructuring, content updates, and migration of materials. Ensure materials are clear, accessible, and aligned to the evolving customer journey in partnership with the marketing team.
4. Operational Excellence & Knowledge Management: Build and maintain playbooks, repositories, templates, and taxonomies to ensure consistency and scalability across Services and Support teams. Establish repeatable processes to improve efficiency and reduce operational friction. Provide Services, Success, and Support teams with high-quality, consistent narratives, product summaries, and customer-facing content. Ensure transformation artefacts are well organized, current, and easily accessible.

Skills & Experience

• Required: Proven experience in program management, transformation, operations, or consulting roles. Ability to manage cross-functional initiatives in complex, matrixed environments. Strong organisational and execution skills with attention to detail and follow-through. Experience working closely with Product and Technology teams. Excellent written and verbal communication skills, including the ability to synthesize information into clear insights for senior stakeholders. Ability to operate effectively in ambiguous and fast-moving environments.
• Preferred: Experience in financial services, lending, or fintech environments. Exposure to customer journey mapping, service design, or UX-related initiatives. Familiarity with documentation strategy, knowledge management, or content transformation. Experience supporting large-scale platform migrations or modernisation programs.

Key Competencies

• Execution Excellence: Drives structure, accountability, and delivery outcomes.
• Cross-functional Influence: Builds strong relationships across COO, CTO, and CPO organisations.
• Strategic Thinking: Connects day-to-day execution with broader transformation goals.
• Customer-Centric Mindset: Champions customer readiness and experience throughout the transformation lifecycle.
• Adaptability: Thrives in a dynamic environment with evolving priorities.

Benefits & Inclusion

• Flexible vacation policy and hybrid working arrangements; paid time off for voting, bereavement, and sick leave where applicable.
• Employee Assistance Program, wellbeing initiatives, and monthly events to support employee health and development.
• Medical, life and disability insurance, retirement plans, and other benefits; sustainability and volunteering time off and donation-matching programs where available.
• Inclusion through employee networks and ongoing opportunities for career development and recognition programs.

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